Telephone Etiquette and Techniques

Funding Validity Period

Course Overview

Love the phone or hate it, it is becoming clear that it is the way to do business and it is here to stay. As the telephone is widely used in business, it is important that we excel in areas of telephone communication. Being able to handle telephone calls efficiently and effectively will enhance not only your own image but also the image of your organisation.
This course focuses on helping working professionals with the essential skills in handling telephone calls professionally, confidently and effectively. It also provides you with the techniques on dealing with the common types of difficult customer situations that you come across in your daily encounters with them.

Skills Acquired

By the end of this course, learners will be able to:

Determine how callers measure your service and what it takes for you to do your job professionally
Demonstrate the 2Vs to project a professional image of yourself and enhance the caller’s confidence in you
Use the appropriate phrases in a telephone call
Apply the techniques to handle various difficult caller situations
Demonstrate proper telephone etiquettes to enhance your image and that of your organisatio

Learning Modules

Learning Unit 1: Customer Service Basics

Understand what it takes to do your job professionally
Service as defined by customers

Learning Unit 2: You As The Communicator

Managing your voice
Use professional service language
Use of questions
Use of empathic listening – levels of listening

Learning Unit 3: The Structure Of A Telephone Call

The phases of a telephone call

Learning Unit 4: Develop Telephone Etiquette To Project A Professional Image

Projecting yourself
Put customer on hold
Making an outgoing call
Terminating a call

Learning Unit 5: Techniques In Handling Different Difficult Situations

The approach to dealing with angry callers
Ways to interrupt a talkative caller to refocus him/her on the issue
The different methods of saying “No” when it is just not possible to accede to their requests
Ways to get callers to work with you towards your proposed solutions

Understand what it takes to do your job professionally
Service as defined by customers

Managing your voice
Use professional service language
Use of questions
Use of empathic listening – levels of listening

The phases of a telephone call

Projecting yourself
Put customer on hold
Making an outgoing call
Terminating a call

The approach to dealing with angry callers
Ways to interrupt a talkative caller to refocus him/her on the issue
The different methods of saying “No” when it is just not possible to accede to their requests
Ways to get callers to work with you towards your proposed solutions

Who is this course is for

This training is relevant to anyone who have to handle customers over the phone regularly.

Academic prerequisites

Learners must be able to read, write, speak and listen to English at secondary school level
Learners to have minimum GCE ‘O’ level or ITE certificate education
Learner should have at least 1 year’s working experience in any industry

Course Fees

Company Sponsored / Self Sponsored

Fees	Company / Self Sponsored
Full Fee	$300
GST	$27
Nett Fee Payable (incl. GST)	$327